IT Dept - Service Support Specialist I

Phillips & Cohen Associates • Wilmington, DE

2d • Onsite

About The Position

The Service Support Specialist I is responsible for providing functional Tier 2 support, managing the lifecycle of incidents and service requests, and performing effective hardware and software troubleshooting. This role involves managing incident and service request queues, handling complex service requests, resolving Tier 2 incidents, providing break/fix support for hardware and software, and proactively monitoring systems. The specialist will also act as the initial point of contact for service alerts and contribute to continuous improvement by identifying incident trends.

Requirements

• Solid understanding of Active Directory/Entra ID, TCP/IP fundamentals, and troubleshooting corporate applications (e.g., ERP, CRM).
• Proficient in using ITSM tools and remote diagnostic utilities.
• Strong ability to prioritize conflicting demands and manage ticket workflow effectively.
• High School Diploma or GED required.

Nice To Haves

• CompTIA A+ hardware or software, or ITIL Foundation training or certification, or Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired.
• Associate’s degree in information technology or a related field preferred.
• 1-2 year of IT Service Desk and/or IT support experience in a corporate or enterprise environment preferred.
• Experience supporting Windows desktops, enterprise applications, and ITSM ticketing systems is preferred.

Responsibilities

• Manage the incident and service request queues, ensuring adherence to Service Level Agreements (SLAs).
• Handle complex service requests, including advanced user provisioning and resource access modifications.
• Resolve Tier 2 incidents involving network access (VPN/Wi-Fi), complex software installations/troubleshooting, and access to key enterprise applications.
• Deliver timely and effective technical support for software malfunctions and complex hardware issues (e.g., driver conflicts, hard drive diagnostics, operating system re-imaging).
• Proactively monitor critical application logs and system performance metrics.
• Act as the initial point of contact for service alerts across networking, server, and platform teams, providing accurate triage before escalation.
• Identify patterns in recurring incidents and actively contribute to the Problem Management process by documenting trends for analysis.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED